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Customer Snapshot: Overview

Improved bottom line by US$20 million with SAP Ariba

Sitel is a customer experience management company whose number one goal is customer service. This commitment has earned them numerous accolades and awards, and has helped them grow into a global powerhouse. When the time came to streamline their decentralized, DIY system from HR to procurement, global process simplification was essential. In their search for simplicity, standardization, flexibility and mobility, SAP Ariba and SAP SuccessFactors HCM Suite stood out above the rest.

Company
Sitel Operating Corporation

Revenue
>US$1.4 billion

Number of Employees
75,300

Industry
Professional Services

Visionary Themes

Run Simple, Run Live

Headquarters
Nashville, Tennessee, USA

Customer Website
www.sitel.com/

Line of Business
Human Resources, Service, Sourcing and Procurement, Supply Chain

SAP Solutions
Ariba Contract Management, Ariba Sourcing, Ariba Supplier Information and Performance Management , SAP Business ByDesign, SAP SuccessFactors Employee Central, SAP SuccessFactors HCM Suite, SAP SuccessFactors Workforce Analytics, SAP SuccessFactors Workforce Planning

Customer Snapshot: History

An Award-Winning Customer-Focused Approach

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing their position as a world leader in outsourced customer experience innovation.

Now a subsidiary of Groupe Acticall, Sitel combines comprehensive customer care capabilities, leading omnichannel solutions, and unparalleled expertise across industries. They collaborate with some of the best-known global brands to help consistently deliver outstanding customer experiences.

Multiple Outsourcing Industry Awards and Accolades:

Winner of the Frost & Sullivan Award for ''Customer Value Leadership''

Recognized as an innovation leader by CRM Magazine for Outsourcing

Contact Center World Gold Medal Award winner for ''Best Contract Center Executive/Director''

Winner of the TMC Customer Experience Innovation Award

Gold Stevie Winner for Sales and Customer Service

The Global Outsourcing 100 List

ICMR-Silver Winner for Europe's best multi-channel customer service providers

''Full Star - Highest Rated'' accolade for Size and Growth; Best Leaders in Overall Revenue; Best Leaders in Number of Employees; Best Leaders in Number of Countries Worldwide

 

Delivering outstanding customer experiences is not just a goal. It’s a reality.

Customer Snapshot: Business Model

Delivering Outstanding Customer Service Experiences

Sitel Operating Corporation offers a variety of outsourced customer interaction solutions covering each stage of the customer lifecycle – including customer selection, customer acquisition, customer retention, and customer extension. Sitel Operating Corporation provides Fortune 500 and Fortune 1000 businesses in 22 countries with telephone call center services.

 

It all started with a grand vision.

We are very, very passionate about our customers . . . and that passion translates into the decisions we make. When building our strategy, we have gone to our customers first to understand what’s important to them. — Bert Quintana, President and CEO, Sitel

Customer Snapshot: Success Strategy

Deepening Clients’ Connections to Their Customers

Sitel believes that great customer experiences are empowered by people who love what they do and where they work. By putting people first, Sitel delivers great experiences every day. Their vast, diverse workforce serves 70 countries, while sharing one common passion – to make every customer experience memorable. Wherever they are, Sitel’s dedicated people always speak the right language, so they are able to build trust and get closer to their customers naturally.

The Challenge

Streamlining Processes From HR to Procurement

Internally, the company looked to improve the customer experience through optimizing their human resources operations and streamlining their HR practices. They felt that optimizing recruitment and onboarding, and providing better feedback and training would ultimately help the company reduce employee turnover, save money, and improve overall business.

 

To provide better service to customers, Sitel needed to get more value from their vendors. In order to do that, the company was looking to standardize their procurement processes and workflows from multiple siloed DIY approaches to a unified core system. The company had outgrown their homegrown solution, which meant that Sitel’s suppliers held all the cards and all the information.

No task was too big for Sitel.

We had neither the structure nor the tools in place to keep track of global procurement, meaning that we were missing out on opportunities to optimize sourcing and spending. We were not taking advantage of our size to negotiate the best deals and terms with vendors. — Ellen Gossett, Head of Global Procurement, Sitel Operating Corporation

Enter SAP

A Full Suite of Solutions and Support
 

After evaluating solutions from a range of vendors, Sitel selected SAP SuccessFactors and SAP® Ariba® solutions as the foundation for their centralized HR and procurement platforms, respectively. Working closely with the SAP Ariba solution team, they quickly identified their needs and created a plan that included customization of Ariba Sourcing, Ariba Contract Management, Ariba Supplier Information Management, and Ariba Supplier Performance Management solutions.

Getting a global solution off the ground quickly was the prime directive.

In the past, teams would often lose track of contracts, many of which had auto-renew clauses. We didn’t know how much we owed to which vendors – or even whether they were approved suppliers or not. — Ellen Gossett, Head of Global Procurement, Sitel Operating Corporation

Enter SAP: The SAP Experience

Transforming Customer Service

The company has gained new insight into companywide sourcing and spend activity with the new system in place. With fewer suppliers to manage in one central database, the entire procurement process has been streamlined with SAP Ariba, ultimately driving greater value from the suppliers they currently use.

 

Improved recruitment and training with SAP SuccessFactors has kept employee turnover low, allowing for more consistent communication with outside vendors. Better suppliers and more efficient processes lead to better customer service, which is a top priority for Sitel.

Six weeks to implement SAP Ariba? No problem.

At first, we met some resistance to the idea of centralized procurement. Now I get phone calls and e-mails from staff saying how much simpler their jobs are. — Ellen Gossett, Head of Global Procurement, Sitel Operating Corporation

Better Business

Streamlining Processes From HR to Procurement and Beyond
 

Internal operations have been transformed through incorporating SAP SuccessFactors solutions, saving time and money and improving employee retention. By consolidating procurement operations using SAP Ariba solutions, Sitel gained insight, visibility, and end-to-end control of their global procurement activity, adding almost US$20 million to their bottom line.

Managing 13,000 suppliers (reduced from over 35,000)

A true game changer.

Better Business: Benefits

Reducing Bottlenecks and Complexity
 

Implementing the SAP SuccessFactors HCM Suite – which includes SAP SuccessFactors Workforce Analytics and SAP SuccessFactors Workforce Planning -- helped save the company time and money through improved productivity and less employee turnover. This change enables the company to deliver on their promise of outstanding customer service.

Internal management improvements are just half of the equation. With SAP Ariba, Sitel now has a single picture of purchasing so the teams can better understand spend and take a more strategic approach to spending. Streamlining their vendor relationships has produced yet another positive effect. With the new system in place, Sitel has the facts the company needs to negotiate the best possible deals and terms with vendors.

Transforming the core business solution transformed their business.

Previously, suppliers held all the cards – they knew which products we had bought and which regions they were bought in… We had no way of knowing this ourselves. – Ellen Gossett, Head of Global Procurement, Sitel
SAP SuccessFactors Employee Central provides us with an easy-to-use global platform that offers self-service for employees and managers to reduce bottlenecks and unwanted complexity. The global visibility into our people and transactions will improve efficiency and reduce turnover. — Sean Erickson, Chief Marketing and Infrastructure Officer, Sitel Operating Corporation

Better Business: Run Simple

Time Saved is Money Earned

The very first RFP using the new SAP Ariba solutions realized full ROI. Since using SAP Ariba solutions, the company has seen a US$20 million increase in their bottom line and 50% faster approval cycles for new contracts.

Journey Ahead

 

Growing with the Technology

Sitel is very pleased with the results they are getting across the board. They look forward to seeing where technological advances take SAP Ariba solutions and implementing them with the SAP Ariba solutions team.

The foundation has been laid for a successful long-term partnership.

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